Motors Direct Ltd Policies

Policies

Motors Direct Ltd – Customer Policy Pack

1. Workmanship & Warranty Policy

Motors Direct Ltd guarantees workmanship on repairs and servicing for 6 months. This covers faults caused by our labour.

Not covered:

  • Wear and tear or existing faults
  • Issues caused by customer neglect or misuse
  • Faults caused by parts supplied by the customer

Any work under warranty must be inspected by Motors Direct Ltd before repair.

2. Complaints & Customer Resolution Policy

We aim to resolve all concerns quickly and fairly.

Process:

  1. Raise concern with us as soon as possible.
  2. We will inspect the vehicle (if relevant) at no charge.
  3. We will provide findings and agree next steps.

If unresolved, the issue may be escalated to management for review.

3. Vehicle Damage Policy

Vehicles are inspected upon arrival. We may take photos of bodywork, wheels, mileage, or warning lights for record.

Motors Direct Ltd is not responsible for pre-existing damage or faults.

If damage is caused by us, we will repair or compensate accordingly.

4. Oil / Fluid Leak & Property Damage Policy

If a customer believes a leak has occurred after our work:

  • We will inspect the vehicle free of charge.
  • If caused by our workmanship, we will correct the issue.
  • At our discretion, we may contribute to cleaning costs (e.g., driveway).

No compensation will be offered without inspection and evidence.

5. Deposit & Payment Policy

Payment is due on collection of the vehicle.

A deposit may be required for special-order parts or extensive work.

Vehicles will not be released until payment is made in full.

6. Parts Supply & Returns Policy

Customers may supply their own parts, however:

  • We offer no warranty on customer-supplied parts.
  • If the part is incorrect or faulty, additional labour costs may apply.

Parts supplied by us are covered by the manufacturer’s warranty.

7. Data Protection & Privacy Policy (GDPR)

We only collect personal data needed to carry out work and contact customers.

We do not share customer data with third parties except where required for insurance or warranty purposes.

Records are stored securely and customers may request data deletion.

8. Health, Safety & Environmental Policy

We operate in a safe and professional manner and dispose of oil, filters, tyres and waste responsibly in accordance with environmental regulations.

Customers must not enter workshop areas without authorisation.

9. Booking & Cancellation Policy

If a customer cannot attend their booking, we ask for at least 24 hours’ notice.

Repeated no-shows may require a deposit for future bookings.

10. Customer Behaviour Policy

We are committed to respectful communication.

Aggressive, abusive or threatening behaviour toward staff will not be tolerated and may result in refusal of service.

Motors Direct Ltd Professional service. Honest workmanship.